Frequently Asked Questions

What is MyOnlineOptical?
MyOnlineOptical is a new web-based service from Essilor. This service is an online store which allows Independent Eyecare professionals to link a turnkey solution to their existing website that enables online ordering of eyeglasses, sunglasses, Rx sunglasses and contact lenses.

Who can access this service?
MyOnlineOptical is offered to all Independent Eyecare Professionals in the United States willing to embrace new technologies and, more precisely, the Internet in their service offer. The initiative is being rolled-out in a controlled manner and requires that the ECP have a brick & mortar location to participate in the MyOnlineOptical service offering.

Do ECPs need to modify their own practice website?
As part of your Marketing approach, ECPs can decide to make "Online Ordering" visible on their website by adding a link. Otherwise, there are no modifications required on their existing site.

Can ECPs have a website if I they do not have an eye care practice?
No. e-Commerce websites are strictly reserved to eyecare professionals who have a real eyecare practice in the USA.

Can you describe the online purchasing solution for independent ECPs? How does it work?
MyOnlineOptical will allow ECPs the opportunity to participate in the online space with their own full-service e-commerce site to serve existing and future patients. Each Participating ECP will have a unique web address for his/her store that will link into the practice’s website or be directly accessible on the web. ECPs will be able to customize their own e-Commerce site by adding logos and images. Once set-up, patients will be able to buy eyeglasses, sunglasses, Rx sunglasses and contacts lenses directly on their ECP’s site.

How much does the service cost?
Providing a customized, online purchasing solution for your patients on your own can cost thousands of dollars. Allowing MyOnlineOptical to do it for you costs $250 per year. The $250 fee will be waived in future years if you process at least six transactions per year through your online store.

How does the ECP benefit from having an online store, and how does the business model work?
With MyOnlineOptical, the ECP now has an affordable way to compete in the online market. The ECP can now offer a solution to a growing number of patients who do their shopping online. This is also a way to prevent the ECP from losing revenue and profit to online eyeglass retailers. Additional details of the business model are addressed in a one-to-one conversation. For more information regarding the business model, please click on the “Professional Support” button and a representative will be happy to assist you.

What web address will the ECP use for the website?
The online optical store website will be called: yourname.onlineopticalstore.com. As the administrator of the site, the ECP will get to choose what they want as "yourname".

Why did Essilor decide to get involved in developing this solution?
In a recent ECP Internet Usage & Attitude Study, Essilor and Jobson Optical Research found that many ECPs believe online purchasing is a growing trend in the eyecare industry. The research also indicated that ECPs felt they were ill-equipped to meet this challenge alone. It became clear to Essilor that an industry solution is necessary. The company realized that it had an important opportunity to help ECPs expand their existing practices beyond the traditional brick and mortar.

Is Essilor entering the retail segment?
Essilor is not directly entering the retail segment. To the contrary, with MyOnlineOptical, Essilor is providing an additional service to the Independent ECPs to compete in an online environment.

How is Essilor going to prevent spectacle lenses from turning out like contacts?
Essilor is including the Eyecare Professionals, upfront, in this service offer.

How do ECPs enroll for MyOnlineOptical and get their own website?
ECPs should go to MyOnlineOptical.com and click on the "GET STARTED NOW" button to register. If ECPs need additional information, the "Professional Support" button on the website will allow them to set-up a web-based appointment with one of our e-Representatives.

Can the ECP add their practice’s logo on the site?
Yes. The e-Commerce site is customizable with his/her practice’s logo and images.

Will you provide help with the registration and logo download for the site?
Yes. Essilor will provide Marketing support to participating ECPs as part of a more global MyOnlineOptical marketing tool kit.

Why do you need a credit card number for the registration?
Each ECP is responsible for setting their own retail price on their website. If the retail price doesn’t cover the cost, the difference will be charged to the credit card information on file.

What other advantages does online ordering offer consumers?
Online ordering allows consumers access to thousands of products, 24/7 shopping, and the availability of viewing/ordering product in the comfort of their own home. On average an ECPs practice may stock 400-500 frames. Online ordering creates virtually unlimited choices, and the ECP doesn’t have to lay out money for inventory.

Will ECPs be able to determine the prices on their websites?
Yes. ECPs set their own retail offering (products and prices) in their own administration screen.

How will frames selection be addressed? What frames will be posted on the site?
ECPs set their own retail offering (products and prices) in their own administration screen. ECPs can choose from the list of available collections. After entering frame manufacturers’ account numbers (when needed), ECPs will be able to make frames available in their store.

Will premium brands be available on the ECP website?
Yes. ECPs will be able to choose from a list of products which will include all Essilor premium brands. These sites are the ECPs’ sites for their patients and they will consequently have access to all Essilor premium brands.

Where do you source your products?
MyOnlineOptical is an open business model. We source products to several US laboratories, contact lens manufacturers and distributors as well as frames manufacturers.

Will the order be sent directly to the patients or to the ECP’s office?
The patient has the option to get his order sent to the destination of his/her choice.

How will managed care jobs be handled?
At this point, only private pay transactions can be processed through these sites, unless patients decide to process them as an "out of network" supplier.

Is it safe for the patients to enter personal and credit card information?
Yes. We outsource credit card transaction to a 3rd party vendor who is fully secured.

How will ECPs handle patients who bought online and aren’t happy with their purchase?
The return policy is available on the website and is accessible from the home page of each ECPs online store. We encourage each ECP to become familiar with the return policy so he can guide the patient through the return process if necessary.

Who should the patients call if they have a question?
Each website has a dedicated 1-800 number that patients can use to get personalized support.

If patients need to return something, should they take it to the ECP’s practice?
No. The recommended way is to process returns online. The ECP should, however, become familiar with the terms and conditions outlined in the return policy (on the home page of each ECPs online store) so they can walk the patient through the return process if necessary.

How are measurements handled when purchasing Eyewear Online?
The PD is often part of the written prescription from the ECP. We encourage patients to ask for their PD if it is not written on their prescription or to contact their ECP for this information. When an order is placed, if the PD is not available on the prescription, we will either validate the information with the ECP directly, or will encourage the patient to see his ECP for more personalized measurements and the most personalized lenses.

How can ECPs get support?
ECPs who need information and want to register can call our e-representative team at 1-800-833-4313. Once registered, ECPs can also get in touch with our Technical Support team at 1-866-324-4505.

What are your customer service hours of operations?
Monday-Friday from 8:00am to 6:00pm CST.

What is the procedure for cancelling the MyOnlineOpticalservice?
Send us an email at MyOnlineOptical@essilorusa.com. The subject line of the email should read, "Please cancel my service."